Open to opportunities

Ignacio Guglielmi

@ignacioguglielmi

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Seasoned IT professional with expertise in technical support and consulting.

Argentina

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What I'm looking for

I am looking for a role that fosters collaboration, innovation, and growth opportunities.

I am a seasoned IT professional with over 15 years of diverse experience in technical support, infrastructure management, customer success, and consulting. My bilingual proficiency in English and Spanish allows me to effectively communicate and manage enterprise-level clients. I have a strong track record of troubleshooting complex systems and delivering excellent customer experiences, aligning technical solutions with business needs.

In my recent role as a Community Support Coordinator at Andela, I delivered end-to-end Zendesk support for aspiring developers, designed the Support Liaison Program, and drove analytics initiatives to enhance the applicant journey. My experience as a Management Consultant at Modsquad involved leading customer support strategy projects for a global music streaming service, where I focused on optimizing the customer journey and defining best practices.

Throughout my career, I have managed numerous enterprise accounts, ensuring uptime and seamless collaboration between engineering and customer support teams. I am passionate about leveraging my technical expertise to improve workflows and enhance user experiences, and I continuously seek opportunities to contribute to innovative solutions in the IT landscape.

Experience

Work history, roles, and key accomplishments

Current

Community Support Coordinator

Current

Andela

Oct 2022 - Jan 2025 (2 years 3 months)

Delivered end-to-end Zendesk Support for aspiring developers, managing inquiries from onboarding to certification. Designed the Support Liaison Program for data-driven decisions and contributed to the knowledge base.

Zendesk Data Analysis Customer Support Program Design Knowledge Management Reporting User Experience Technical Support

Management Consultant – Team Lead

Modsquad

Jan 2021 - Dec 2022 (1 year 11 months)

Led customer support strategy projects for major clients, defining processes and optimizing the customer journey while providing onboarding support for new team members.

Customer Experience Strategy Process Optimization Team Leadership Onboarding Project Management Policy Development

Service Desk Associate

Televerde

Feb 2020 - Jul 2021 (1 year 5 months)

Administered IT infrastructure including Active Directory and Office365, troubleshooting end-user issues and providing enterprise-wide support for network security.

Active Directory Office 365 Azure Infrastructure Troubleshooting Network Security VoIP Technical Support

Customer Success Manager

Aurea Software

Nov 2018 - Oct 2019 (11 months)

Managed 27 enterprise accounts, ensuring uptime and satisfaction through proactive communication and collaboration between engineering and support teams.

Account Management Communication Technical Support Escalation Management Performance Monitoring